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ADDING VALUE TO THE VALUE CHAIN THE IMPACT OF DIGITIZATION ON THE UTILITIES VALUE CHAIN. Utilities. The lifeline of a modern society is undergoing some of its most effective transformation through technology. Particularly when it comes to distribution and retail. Here's why companies around the world are digitizing their utilities offerings. HERE'S A LOOK AT THE TYPICAL ELECTRICITY VALUE CHAIN. DISTRIBUTION & RETAIL CONTROL CENTER COMMERCIAL AND INDUSTRIAL SMART METER SUB STATION DISTRIBUTED GENERATION RESIDENTIAL SMART METER SUB STATION GENERATION TRANSMISSION DISTRIBUTION RETAIL IT IS TIME FOR UTILITY COMPANIES TO DIGITIZE THE DISTRIBUTION AND RETAIL END OF THE VALUE CHAIN DIGITIZATION HELPS ADDRESS OUTAGES INCREASE RELIABILITY REDUCE COSTS RISE OF THE EMPOWERED CUSTOMER HENCE, DIGITIZING THE CORE BENEFITS & IMPACT OF DIGITIZATION OPERATIONAL IMPACT Tools such as Wipro’s AORTA (Asset and Operations Real Time Analytics) provide real-time operational status, improving reliability and safety. PROCESS AGILITY Digitization enables rapid process rollouts and value chain integration by unifying retail, generation and OEMs. FASTER DATA-DRIVEN DECISION MAKING AORTA can provide a single view of real-time sensory data, leading to faster data-driven decision making. WIPRO WHITEPAPER TRANSFORMING DISTRIBUTION UTILITIES: DIGITIZING THE CORE WIPRO UTILITY WEEK REPORT TITLED ‘UTILITIES’ PROGRESS TOWARDS CUSTOMER CENTRICITY’ IDC INSIGHTS CASE STUDY WIPRO’S AORTA PROGRAM FOR THAMES WATER DO BUSINESS BETTER WWW.WIPRO.COM CONSULTING | SYSTEM INTEGRATION | BUSINESS PROCESS SERVICES IMPROVE CUSTOMER SATISFACTION WIPRO'S AORTA PROGRAM FOR THAMES WATER TODAY’S EMPOWERED CUSTOMERS Seek instantaneous responses and closures to queries Access information anytime and anywhere Demand a new level of customer obsession Can switch loyalties if trust is not maintained FOCUS ON CUSTOMER CENTRICITY Owing to this, there is a critical call on making everything a company does a lot more customer centric. Here are a few reassuring facts that indicate how things will look in the coming years. Utility CXOs believe that the focus on the customer has increased compared to the previous year The Customer Centricity Index for Utility companies is slated to increase by 20% in 2014 SOURCES: 20% 90%

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ADDING VALUE TO THE VALUE CHAINTHE IMPACT OF DIGITIZATION ON THE UTILITIES VALUE CHAIN.

Utilities. The lifeline of a modern society is undergoing some of its most effective transformation through technology.Particularly when it comes to distribution and retail. Here's why companies around the world are digitizing their utilities offerings.

HERE'S A LOOK AT THE TYPICAL ELECTRICITY VALUE CHAIN.

DISTRIBUTION & RETAIL

CONTROL CENTER

COMMERCIAL AND INDUSTRIAL

SMART METER

SUB STATION

DISTRIBUTEDGENERATION

RESIDENTIAL

SMART METERSUB STATION

GENERATION TRANSMISSION DISTRIBUTION RETAIL

IT IS TIME FOR UTILITY COMPANIES TO DIGITIZE THE DISTRIBUTION AND RETAIL END OF THE VALUE CHAIN

DIGITIZATION HELPS

ADDRESS OUTAGES

INCREASE RELIABILITY REDUCE COSTS

RISE OF THE EMPOWERED CUSTOMER

HENCE, DIGITIZING THE CORE

BENEFITS & IMPACT OF DIGITIZATION

OPERATIONAL IMPACTTools such as Wipro’s AORTA (Asset and

Operations Real Time Analytics) provide real-time operational status, improving reliability and safety.

PROCESS AGILITYDigitization enables rapid process rollouts

and value chain integration by unifying retail, generation and OEMs.

FASTER DATA-DRIVEN DECISION MAKINGAORTA can provide a single view of real-time sensory data,

leading to faster data-driven decision making.

WIPRO WHITEPAPER

TRANSFORMING DISTRIBUTION UTILITIES: DIGITIZING THE CORE

WIPRO UTILITY WEEK REPORT TITLED

‘UTILITIES’ PROGRESS TOWARDS CUSTOMER CENTRICITY’

IDC INSIGHTS CASE STUDY

WIPRO’S AORTA PROGRAM FOR THAMES WATER

DO BUSINESS BETTER

WWW.WIPRO.COM CONSULTING | SYSTEM INTEGRATION | BUSINESS PROCESS SERVICES

IMPROVE CUSTOMER SATISFACTION

WIPRO'S AORTA PROGRAM FOR THAMES WATER

TODAY’SEMPOWEREDCUSTOMERS

Seek instantaneous responsesand closures to queries

Access informationanytime and anywhere

Demand a new level ofcustomer obsession

Can switch loyaltiesif trust is not maintained

FOCUS ON CUSTOMER CENTRICITYOwing to this, there is a critical call on making everything a company does a lot more customer centric.Here are a few reassuring facts that indicate how thingswill look in the coming years.

Utility CXOs believe that thefocus on the customer has increased compared to the previous year

The Customer Centricity Indexfor Utility companies is slated to increase by 20% in 2014

SOURCES:

20%

90%

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